Large international corporations, including the Commonwealth Bank of Australia, Microsoft, Uber and Hyatt Hotels, are actively optimizing the structure of customer support staff through the introduction of artificial intelligence algorithms. Technological progress in the field of generative models has allowed companies to automate query processing, which previously required significant human resources. According to Forrester analysts, automation will affect a significant proportion of jobs in this sector by 2030. The most significant personnel changes are expected in regions that have traditionally specialized in outsourcing, such as the Philippines and India, where routine operational tasks were previously transferred.

The introduction of automated systems brings significant financial benefits to companies. For example, Microsoft has announced a reduction in customer support staff from 50,000 to 40,000, resulting in annual savings of about $750 million in customer service. Other market participants are implementing similar strategies: Uber recently cut 10 percent of its support staff, and the Hyatt Hotels chain reduced the corresponding staff in the United States by 30 percent, transferring the processing of basic requests to the Sierra platform. Brinks Home Security has also reduced the volume of incoming calls by two thirds, optimizing the number of call centers from 800 to 400 specialists through natural staff turnover and internal redistribution.

The market reaction to this transformation is already evident in the declining capitalization of large outsourcing providers such as Teleperformance, Concentrix and TTEC. The management of these organizations officially recognizes that customers' algorithmic tools are gradually replacing the traditional services of their employees. Experts note that the main driver of the introduction of artificial intelligence in call centers is precisely the reduction of operating costs, rather than increasing the productivity of existing staff. In the context of the emerging trend, companies that depend on affordable labor in developing countries are forced to rethink their business models, planning to significantly reduce outsourcing costs in the coming years.